Observability Architect, Grafana Labs

• You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity
• Located in Canada, ideally Toronto
• Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience)
• Experience deploying and operating Kubernetes
• 5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry
• Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus
• Proven ability to manage multiple clients and projects simultaneously
• Excellent problem-solving and analytical skills
• Outstanding communication and interpersonal skills
• Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages
• Ability to travel as needed to meet with clients (up to 25%)
• Identify and provide timely workarounds and solutions to meet a customer’s business needs
• You have some observability expertise, preferably architect level
• First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers. Ability to articulate our value proposition and the technical advantages of our products
• You will love solving technical challenges and thrive on bringing creative solutions to our customers

Desirable

• At Grafana Labs, we’re redefining what post-sales technical partnership looks like—and it starts with the Observability Architect
• This is a role for deeply technical experts who are ready to step into strategic leadership with our most important customers
• If you thrive at the intersection of systems thinking, architecture design, and customer impact—this is your stage
• As an Observability Architect, you will be the technical owner of long-term customer success
• You’ll architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments
• You’ll build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is not just deployed, but deeply embedded into mission-critical systems
• Working hand-in-hand with our Engagement Managers, you’ll lead technical discovery, design, onboarding, and enablement—all with a focus on delivering tangible outcomes
• You’ll spot patterns, solve hard problems, and guide customers through their observability maturity curve with authority and clarity
• You’ll also represent the technical voice of our customers internally—shaping product feedback and roadmap priorities by working closely with Engineering and Product Management
• This is a hands-on, high-impact role for those who want to go deep, stay technical, and directly influence customer success at scale
• Join us and become part of the most respected observability team in the industry
• Serve as the primary technical point of contact for a portfolio of Grafana customers
• Design the observability maturity journey of customers and assist them on that path
• Provide expert-level troubleshooting and guidance to drive adoption
• Conduct regular technical reviews and health checks to ensure client success. Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience
• Advise clients on best practices and strategies for leveraging our technology to achieve their business goals
• Collaborate with clients to develop and execute technical roadmaps
• Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features
• Develop and maintain strong, long-term relationships with key stakeholders
• With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment
• Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests
• Conduct training sessions and workshops to educate clients on our technology
• Develop and deliver technical documentation, guides, and tutorials
• Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects
• Prepare and present reports on client metrics, achievements, and areas of focus